Operations Support Engineer

Key Responsibilities:

Portfolio Operations, Funding and Service Management

• Review current IT processes, structures, and ways of working to understand how well they support business needs.
• Manage and track subscriptions, billing, cost recovery, funding / project codes, procurement / logistics interfaces, utilization and payment reconciliation.
• Maintain the operational picture for service requests, quotas, migrations, lease extensions, outstanding actions and key dependencies.
• Coordinate technology service teams, technical service managers, service representatives, Finance/Funding, Procurement and other supporting parties to drive actions to closure.

Technical Service Manager (TSM) Operations and Continuity

• Gather and document key assumptions that will guide IT improvements.
• Coordinate TSM day-to-day activities and interfaces covering subscriptions, billing, service requests, quotas, site operations and escalation.
• Track TSM staffing, contract, funding, security clearance and understudy / replacement arrangements to mitigate transition risk plans for moving from current to future state.

Enterprise Mobile and Device Operations

• Oversee enterprise mobile and device service procurement, demand, device/account mapping, configuration, onboarding, handover, replacement, reassignment and termination.
• Maintain accurate device, subscription and user entitlement records and coordinate resolution of operational issues.

Service Flexibility and Security Controls

• Support exploration of differentiated mobile and device operating models for different target audiences, including eligibility, approvals and provisioning arrangements.
• Coordinate assessment of proportionate security controls for different user populations, including temporary staff and the feasibility/governance of MAC-based access or whitelisting controls where applicable.

Governance, Documentation and Improvement

• Maintain action / decision trackers, SOPs, RACI matrices, process flows and the Operations Handbook / Handover Documentation.
• Identify gaps and improvement opportunities and coordinate implementation with the relevant service, security and technical owners.

Requirements & Qualifications

Educational Qualification & Experience

• Experience in public-sector or large-enterprise ICT environments.
• 8+ years of experience with government-related service models, shared ICT services or vendor-managed ICT services.
• Working knowledge of public-sector or regulated ICT operating environments is advantageous.

Technical & Professional Competencies

• Understanding of ICT service delivery, operations, service management and vendor management.
• Familiarity with asset / device lifecycle management, endpoint provisioning, software baseline controls and access-control concepts.
• Ability to work with funding, billing, subscription, asset and service records and reconcile operational dependencies.

Soft Skills & Communication Attributes

• Strong coordination, analytical and problem-solving skills with disciplined follow-through.
• Excellent written and verbal communication and stakeholder facilitation skills.
• Strong documentation, process visualization and action-tracking capability.
• Ability to communicate operational and security considerations clearly to both service and non-specialist stakeholder.